Abosede Odunayo Agbalaya Email & Phone Number

St. Catharines, ON, CA

• Successfully utilizing third-party KYC providers and several detection techniques to identify high-risk accounts
• Detect unusual activity and investigate and subsequently close suspicious accounts to mitigate risk and protect revenue losses to thebusiness.
• Resolving issues relating to missing funds using the payment software
• Ensure up to 85% of customer’s fraud claims and filed chargebacks are resolved on the first contact in line with set KPIs
• Initiate better processes for KYC checks for customers with duplicate accounts and documents that can be used for account verification
• Recommend new policies for withdrawals and payment gateway

• Ensure up to 85% of customer’s complaints are resolved on the first contact in line with set KPIs
• Answered all inbound and outbound calls, telemarketing, and cross-selling of promotions/campaigns.
• Recommend new policies for KYC and promotions that improve customer retention, and customer satisfaction and maximize profit.
• Probe and investigate inquiries to determine the underlying needs of the customers and address issues.
• Follow up on escalated tickets such as customer inquiries, customer requests, and customer complaints for complaint resolution.
• Report recurring service glitches/technical errors to the appropriate department and ensure permanent resolution.

• Handled incoming emails or inquiries about TEF using Fresh desk CRM
• Assisted applicants effectively by solving applicant’s disputes
• Provided applicants with additional information at first contact
• Discussed the TEF application process and ensures the applicant’s satisfaction
• Escalating issues and ensuring all escalated complaints are resolved
• Tactfully handled confrontational or stressful interactions with non-knowledgeable applicants

Lagos

• Maintained records, prepared reports using Microsoft Excel, and composes correspondence relative to the work.
• Increased customer satisfaction by 70% by resolving customer issues promptly.
• Assisted customers with the account opening and account education
• BVN and E-dividend enrollment using NIBBS
• Issued ATM card and card activation
• Accurately captured customer information

Ibadan Nigeria